Director – Global Repair Center Operations

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Cincinnati, Ohio, United States of America, Santa Clara, California, United States of America

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

About the Opportunity 

We are seeking an accomplished global operations leader to build and lead a connected global repair center network for a sophisticated robotic-assisted surgical platform. This high-impact role will define the global strategy, operating model, capabilities and performance system required to reduce repair cycle time, maximize the availability of field-replaceable units (FRUs) and service parts, and support a growing global installed base. 

The Director will have end-to-end responsibility for global repair center strategy and operational performance, partnering across Service Engineering, Quality, Supply Chain, Technical Support, Field Service and regional teams. The role requires a builder who can establish clear accountability, influence across a complex global matrix and translate strategy into measurable results. 

What You Will Do 

Build and execute the global repair center strategy 

•  Define and implement the global repair center strategy, including network design, regional capabilities, governance, decision rights and a multiyear roadmap. 

•  Create and scale a common operating model across the United States, APAC and EMEA, while enabling appropriate regional execution. 

•  Develop capacity, capability, workforce and capital plans aligned with commercialization, geographic expansion and installed-base growth. 

•  Lead regional repair center leaders and build high-performing teams with the technical, quality and operational capabilities required for complex surgical robotics support. 

•  Establish clear roles, ownership and handoffs across repair center operations, Service Engineering, Supply Chain, Quality, Field Service and Product Development. 

Reduce repair time and maximize FRU availability 

•  Own end-to-end repair flow, from receipt and diagnosis through testing, quality release and return to available inventory. 

•  Establish standardized repair processes, technical work instructions, tooling, test methods, acceptance criteria and escalation pathways across the global network. 

•  Identify and remove constraints that extend repair cycle time, create backlog or limit the availability of critical FRUs and service parts. 

•  Partner with Supply Chain and regional teams to optimize repairable-parts pools, inventory positioning, reverse logistics, asset recovery and redeployment. 

•  Balance customer responsiveness, parts availability, repair capacity, labor requirements, inventory investment and lifecycle cost. 

•  Create end-to-end visibility to material flow, work in process, repair status, configuration and asset history. 

Establish KPIs, results and accountability 

•  Design and implement a global performance-management system with clear targets, ownership, review cadence, escalation and corrective action. 

•  Define and manage KPIs including safety, quality, repair turnaround time, first-pass yield, on-time completion, backlog, productivity, FRU availability, inventory, cost and service-level attainment. 

•  Translate operational data into actionable insights, executive-level reporting and fact-based resource and investment decisions. 

•  Hold leaders and cross-functional partners accountable for commitments, recovery plans and sustained performance improvement. 

•  Build annual operating plans, budgets, workforce plans and capital requirements for the global repair center network. 

Drive operational excellence and scalable execution 

•  Apply Lean, problem-solving, continuous-improvement, digital and automation methods to eliminate waste, reduce variation and shorten repair cycles. 

•  Establish standard work, tiered operating reviews and visual management that connect site-level execution with global priorities. 

•  Develop business-continuity, risk-management and escalation mechanisms for critical parts, capacity constraints and operational disruptions. 

•  Create a closed learning loop that converts repair and field insights into improvements in reliability, serviceability, training and future product releases. 

•  Ensure repair center activities operate within applicable quality-system requirements, approved procedures and released product configurations. 

Influence across the organization and globe 

•  Build alignment across global and regional stakeholders, resolving competing priorities and driving decisions without relying solely on direct authority. 

•  Partner with Quality on inspection, release, nonconformance management, audit readiness and compliance evidence. 

•  Partner with Service Engineering and Product Development on repairability, root-cause investigation, technical escalation and transfer of new repair capabilities. 

•  Communicate priorities, performance, risks, tradeoffs and decisions clearly to senior leaders and cross-functional partners. 

•  Develop leaders across cultures and regions and foster a strong, accountable global repair center community. 

What Success Looks Like 

•  A clear, scalable global repair center strategy with common standards, strong governance and defined regional accountability. 

•  Shorter and more predictable repair cycle times, with sustained improvement in FRU and critical service-parts availability. 

•  A disciplined KPI and operating-review system that makes performance, risk, constraints and corrective actions visible. 

•  Consistent execution across regions, supported by standard work, reliable data and clear accountability for results. 

•  A strong leadership bench and technical talent pipeline capable of supporting continued fleet and geographic growth. 

Required Qualifications 

•  Bachelor's degree in engineering, operations, supply chain, business or a related technical discipline. 

•  10 or more years of progressive leadership experience in repair center, depot repair, manufacturing, supply chain, technical operations or a related complex operations environment. 

•  Experience developing strategy and leading multi-site operations in a regulated, technical or high-reliability environment. 

•  Demonstrated success building or significantly scaling an operational capability, organization or service network. 

•  Experience improving repair turnaround time, parts availability, backlog, productivity, quality and cost through structured performance management. 

•  Experience defining KPIs, establishing operating cadences and driving accountability for measurable business results. 

•  Experience with capacity planning, workforce planning, budgets, capital planning and operational performance management. 

•  Demonstrated ability to influence and lead across Quality, Engineering, Supply Chain, Field Service, Commercial and regional partners. 

•  Strong executive communication, problem-solving, change leadership and talent-development capabilities. 

Preferred Qualifications 

•  Advanced degree in engineering, operations, supply chain or business. 

•  Experience in surgical robotics, medical devices, capital equipment, aerospace, semiconductor equipment or another complex regulated technology environment. 

•  Global leadership experience across multiple regions, ideally including the United States, Europe, Japan and Korea or similarly diverse markets. 

•  Experience with global repair networks, regional spare-parts pools, reverse logistics, lifecycle management and released product-change campaigns. 

•  Knowledge of Lean, Six Sigma, reliability engineering, digital work instructions, repair analytics or automation. 

Travel: 50% travel required; domestic and international

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

#LI-Remote

Required Skills:

Preferred Skills:

Continuous Improvement, Customer Support Operations, Customer Support Policies and Procedures, Leadership

The anticipated base pay range for this position is :

$154,000.00 - $265,650.00

For Bay Area:

$177,000.00 - $305,900.00

Additional Description for Pay Transparency:

For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits